Requisition ID: 63069
ABOUT WHIRLPOOL CORPORATION
Whirlpool Corporation (NYSE: WHR) is a leading kitchen and laundry appliance company, in constant pursuit of improving life at home and inspiring generations with our brands. The company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2023, the company reported approximately $19 billion in annual sales, 59,000 employees, and 55 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.
Whirlpool is looking for an Incident and Request Management Owner in our Global Information Technology team who will be responsible for owning the Incident, Request, and Service Catalog processes across multiple stakeholders globally, working with outsourced providers, defining key performance indicators, and coordinating best practices.
This role in summaryThe Incident and Request Manager will own the global process for Incident, Request, and Service Catalog. Focusing on managing and improving the processes to improve employee engagement, manage the service catalog across multiple geographies, and streamline the adoption of various activities into ServiceNow.
These activities will minimize downtime, MTTR for end users, and improve the overall efficiency of the environment. This role will work closely with other ITIL (Information Technology Infrastructure Library) process areas within Whirlpool Corporation, as well as with vendors and subject matter experts implement environment improvements
Your responsibilities will includeWork with Global Stakeholders to determine improvement to the various processes and service catalogs
Manage lifecycle and organization of the Service Catalog
Explore and implement new capabilities to support End User Service teams needs
Manage Product Backlog of End User Service stories
Partner with Development teams to prioritize and deconflict work in your area.
Leverage existing or build dashboards to identify abnormalities in the process and take corrective action
Working with all vendors on incident and request related process improvements, Make temporary solutions (workarounds) available to incident management
Performing trend analysis of important services or historical activities and KPIs
Interaction with regional leaders, SMEs and CoE leaders to provide any overview of trends and present suggested actions.
Maintain standards, processes and procedures for Incident and Request management in ServiceNow
Review trends and activities for improvement, outliers, review practices by various vendors and groups, and create governance processes to maintain the environment.
Complying with audit requests
Creating and maintaining documentation and training material
Minimum requirementsBachelor's Degree
5+ years of experience working in IT
3+ years of experience working with Service Catalog, Portal, Problem, Incident, Change, or CMDB.
3+ years of ServiceNow experience
Preferred skills and experiences
Bachelor's Degree in Computer Science or related field
Strong ITIL V3 or V4 background
ServiceNow Certifications
A curios and continuous improvement mindset
Have high fluency in written and spoken English
Excellent communication skills, with ability to build and maintain strong internal/external relationships
Connect with us and learn more about Whirlpool Corporation
See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.
At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.